Smart Data Solutions for a National Business Development Team
Case Study
Client
Rinnai America Corporation is an industry-leading manufacturer in the commercial and residential propane and natural gas industry. Rinnai is dedicated to providing high-quality products that enhance comfort and safety in homes and businesses.
Beyond their product offerings, Rinnai also strives to offer an exceptional customer experience. This involves providing comprehensive resources to customers, from detailed product information to installation guides and maintenance tips. As such, their digital presence plays a critical role in achieving this objective, making it a key focus area for the company.
Business Goals
As a national provider of tankless water heaters, Rinnai aimed to enhance the efficiency and self-sufficiency of their sales team through a modern knowledge-based training system for managing territories and reporting. This initiative was focused on improving operational efficiency by enabling the sales team to make real-time updates without relying on IT support. The goal was to empower the sales team to better serve their customers by migrating territory definitions from an outdated system to a more contemporary solution.
SOLTECH revolutionized Rinnai's business development with a tailored Salesforce solution, boosting efficiency, optimizing data management, and elevating customer service to new heights.
Business Challenge
Rinnai faced inefficiencies in the field due to the reliance on manual tools to manage sales territories. Outdated and poorly optimized data tools forced the team to perform manual data management in Microsoft Excel, leading to operational hurdles, such as commissions being paid out incorrectly. To overcome these challenges, Rinnai recognized the need for a modern data management tool and selected Salesforce as their new system.
“Their team remained receptive to feedback and made adjustments quickly. They adapted their processes to our project’s requirements. The workflow between our teams is seamless, and their communication is great.” – Claire Bateman, Director of Enterprise Applications, Rinnai
Solution
To address these challenges, SOLTECH collaborated closely with Rinnai to gain a deep understanding of the unique business needs of their sales team. Together, we designed and delivered a fully customized Salesforce solution that seamlessly aligned with their workflows and data requirements. This involved not only architecting a new solution within their Salesforce organization, but also transforming and mapping all existing data to maximum usability. We created custom objects to meet the sales team’s specific requirements, and tailored Salesforce automations to enhance their productivity. Additionally, we integrated with Salesforce’s mapping system and implemented a service that scans for new zip codes/postal codes and alerts their team to assign these codes to territories. This enabled Rinnai to track sales territories with precision, ultimately empowering their team to drive more strategic, data-informed growth.
Impact
With the new system in place, Rinnai has transformed their approach to customer service, empowering the sales team with streamlined data and tools for success. The sales team can efficiently map their territories and gain real-time updates on products and pricing, which has driven notable improvements in efficiency and productivity. This modernization has not only enhanced revenue but also elevated the customer experience by enabling faster, more accurate deal closures. This allowed the sales reps to lock down sales across the US and Canada and ensure they were paid correctly on commission. This also helped the product team better understand what was being sold in each area so that they could market to them appropriately. The Rinnai sales team is now equipped to serve customers with greater precision and speed, setting a new standard in their market.
